Innovating CVS Prescription Pickup Pharmacy Service
We reimagined the prescription pharmacy pickup experience through AI-enabled messaging, improving customer satisfaction and loyalty.
My Contribution: Research, Ideation, Visual Design, Wire-framing & Prototyping
Group: Sanath Desai, Charmarlina Brazile, Tanvi Kokate, Tirath Puni
Sep - Nov 2023( 10 Weeks )
Introduction
CVS Pharmacy
CVS Pharmacy, Inc. is an American retail corporation. A subsidiary of CVS Health, it is headquartered in Woonsocket, Rhode Island.
Image Source: CVS
CVS Pharmacy Prescription Pickup
This Project aims to improve CVS Pharmacy's customer experience through an AI-powered conversational platform for medication refills/pickup via text messaging that provides a seamless, personalized refill process. The goal is to leverage AI, digital channels, and omnichannel integration to offer tailored healthcare solutions that meet diverse generational needs more effectively, thereby boosting customer satisfaction and loyalty.
Project Summary
1X
Gold Winner in Digital
Tools and Utilities
1X
Honorable mention in Digital Design for Social Change
4X
Silver Winner in UX, Interface & Navigation
Silver Winner in Mobile Interaction & Experience
Silver Winner in UX, Interface & Navigation
Silver Winner in Branding for Medicine
5X
Bronze Winner in Apps
Bronze Winner in Mobile App
Bronze Winner in Innovative Use of Mobile Technology
Bronze Winner in Apps for Social Change
Bronze Winner in Branding for Technology
Indigo Design Award Winner 2024
Service Innovation for CVS Pharmacy Prescription Pickup
Indigo Desin Award
CVS Pharmacy Offerings
Mail Order
Prescription Savings
Specialty Farming
Neighborhood
Prescription delivery
Introduction
CVS Value Proposition Statement
"CVS provides personalized care and affordable medications at thousands of convenient locations to simplify and prioritize your health and wellness."
Primary Research Methods
Quick Surveys
Ethnography
Netnography
Interviews
Sensory Cues Cultural Probe
Co-Creation Workshop
Stakeholder's Map
To understand the business and the services of CVS we created a Stakeholder’s map.
Problem Statement
CVS Pharmacy faces declining customer satisfaction and loyalty due to outdated in-store experiences, lack of digital integration, and failure to meet the diverse healthcare needs of multiple generations, making it difficult to compete with rivals offering more personalized care.
Focussed Ecosystem Map
How are we making your pharmacy experience better?
Solutions Focussed Ecosystem Map
AI-enabled Workflow Scheduling:
AI-enabled scheduling of filling prescriptions based on load. AI analyses wait times and transfers load.
Subscription Medications:
Refills are made easier by pre-preparing the meds package before refills ordered.
CVS E-Commerce Platform
Transparency with in prescription tracking via CVS e-commerce platform similar to Amazon, working with current text messaging
In-store, Pick-up Priority lines
Convenience and Accessibility with in-store, pick-up priority lines only with options involving secured lockers, human, or robotic
Customer Preference of Scheduled Pick-up and Locations
Convenience and transparency with customer preference for scheduled pick-up locations with different wait times available on the platform. AI accesses workflow, then the customer chooses service
Two Solutions
Mail Order
CVS Pharmacy AI-Enabled Platform
Enhanced Existing Text Messaging System
Nested with Enhanced e-Commerce Platform
Online Prototype
Scan Me
Please scan the QR Code to
Join us with the customer’s Journey
Customer’s Journey
Customer receives a text for refill
Customer is asked for a preferred time
Customer is asked for preference in pick up
AI gets to work
The AI Workflow Assistant finds the store around customer’s
location and calculates their wait times based on orders and trends.
Customer’s Journey> Confirmation
Customer gets confirmation
Customer gets another update
Customer receives progress updates
Customers notified for pickup
Customer’s Journey> Confirmation> Updates
Customer will drive for the pick up
Customer scans the barcode
Customer recieves the barcode
Customer receives the locker code
Customer’s Journey> Confirmation> Updates> Pickup
Customer heads to the
priority line
Completion of order is sent
Customer collects the
medications
Feedback is asked
Future Service Blueprint
17th November 2023
Our Solution Motto
"The pharmacy experience should be enjoyable, with your well-being as the top priority. You should be able to trust that you'll get your medication on time, with full transparency and no hidden costs or worries."
